Jobe Details

Job Description

Conduct 'training need analysis' for Customer Services levelsin Operations -Team member, Shift Manager and Store Manager.Implementing & Developing a training curriculum and personal development plan for front end team and managers.Conduct training/workshops imperative in achieving goals and service standards.Liaise with the Operations to build a team environment between the two areas in order for better cross training and support to be provided as needed.To strengthen the feedback collection process.Developing feedback or complaints procedures for customers to use.Maintain quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, technical and call observation audits, reports and practices. Provides direct and timely feedback to the team on the results.Investigating customer conces through root cause analysis, identifying bottlenecks & prepare corresponding action plans for the fixation of the same.Keeping ahead of developments in customer service by reading relevant jouals, going to meetings and attending courses. Achieves financial objectives by preparing the regional customer service department budget, scheduling expenditures, analyzing variances and initiating corrective action.Carrying out regional surveys on C-SAT (customer satisfaction) & D-SAT through local agencies.